Analyst (Support & Operations)

Description

Summary: This role involves providing L1 remote desktop support, resolving assigned tickets, and ensuring positive customer experience while adhering to quality standards and company policies. Highlights: 1. Provide L1 remote desktop support for hardware, software, and network issues. 2. Fluent in Spanish with working knowledge of English. 3. Maintain high login efficiency and ensure positive customer experience. Lima, Lima Job Summary To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company. Resource should be fluent in SPANISH and must have a working knowledge of ENGLISH Key Responsibilities 1\. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. 2\. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. 3\. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. 4\. To maintain high login Efficiency (Availability) for customers. 5\. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. 6\. Work on value adding activities such Knowledge base update \& self development. **\#body.unify div.unify\-button\-container .unify\-apply\-now:** focus, \#body.unify div.unify\-button\-container .unify\-apply\-\#body.unify div.unify\-button\-container .unify\-apply\-now: focus, \#body.unify div.unify\-button\-container .unify\-apply\-